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WorksheetsProfessional Salesmanship Chapter 4 Quiz
Total questions: 20
Worksheet time: 20mins
Which is a good technique to manage dissatisfied customers?
Indicate there is nothing you can do so the customer will move on
Encourage the customer to voice the complaint so you can understand the issue and try to address it quickly
Give the customer a discount
Blame someone else in your organization so the customer will feel sorry for you
After agreeing on the customer's needs, your customer tells you he isn't sure your product is the best solution for his company's need. What type of question should you use to deal with this situation?
Probing question
Need-satisfaction question
Open question
Closed question
When is an ideal time to use a probing question?
When the buyer is expressing general concerns or seems anxious or frustrated
When it is clear that the buyer will benefit from the proposed solution.
When a sales rep gets a positive response to specific benefit tabled
When the customer acknowledges your solution
Suppose a salesperson is interested in learning how to listen not only to what the buyer is saying, but how the buyer is saying it. The salesperson should probably work on his/her what?
Questioning skills
Active listening skills
Serious listening skills
Nonverbal language interpretation skills (NLIS)
Nonverbal communication skills
By demonstrating effective listening, a salesperson is able to do which of the following?
Help build the buyer's trust
Convince the buyer that the salesperson's product is best
Always uncover needs
Beat out the competition
All the above are correct
The cognitive process of actively sensing, interpreting, evaluating, and responding to the verbal and nonverbal messages of present or potential customers is called?
Listening
Social listening
Communication
Active listening
Really listening
If the salesperson is successful with projection questions he/she should:
ask for the order.
ask transition questions.
ask implication questions.
begin presenting a solution.
all of the above are correct.
"What are the growth objectives of the company?" is an example which type of ADAPT question?
Assessment questions
Activation questions
Transition questions
Problem questions
Discovery questions
"How well are your current suppliers performing?" is an example of which type of ADAPT question?
Assessment questions
Activation questions
Transition questions
Problem questions
Discovery questions
Which of the following is not a type of question found in the ADAPT questioning system?
Assessment questions
Activation questions
Transition questions
Problem questions
Discovery questions
Within the SPIN questioning system, which questions are designed to serve as a transition from need identification to presentation of solutions?
Situation questions
Need-payoff questions
Implication questions
Problem questions
Which of the following best describes the purpose of the SPIN questioning system?
a. To involve the buyer in the sales presentation.
b. To uncover the needs of the buyer.
c. To stimulate the buyer's interest in hearing a solution.
d. To gain the buyer's commitment to a purchase.
Both b and c are correct.
In-store product demonstrators must have excellent _________communication skills in order to effectively communicate with customers individually and in groups.
Verbal
Non-Verbal
Both Verbal and Non-verbal
None of the above
The transmission of messages or signals through unspoken gestures such as eye contact, facial expressions, etc.
Verbal Communication
Non-Verbal Communication
Both Verbal and Non-verbal Communication
None of the above
Involves checking with the speaker on what she/he meant and resolving any confusion.
clarification
communication
collaboration
communication barriers
A two-way process in which information is revealed or exchanged with another person or group.
receiver
probing questions
Communication
active listening
When the message is transmitted through spoken words.
Verbal Communication
Non-Verbal Communication
Both Verbal and Non-verbal Communication
None of the above
If an interaction or issue has upset you at work, it is best to
respond two weeks later by email only
wait until you are in control of your emotions before responding.
respond immediately.
none of the above
Good communication leads to conflicts, low morale, frustration, misunderstandings, and productivity problems.
True
False
For effective communication to occur, you can’t be afraid to admit you didn’t understand someone.
True
False
